Organisation
Every request reaches someone who can answer it
Technical support, accounts, sales: in kDesk every department is an area with its own people and tickets. Mailboxes and forms know which area requests should start in, categories sort them, and everyone sees only what concerns them.
One queue for everyone is a queue for no one
When every ticket lands in front of everyone, each person scrolls the list looking for theirs and the less obvious requests sink to the bottom. With areas, the technician sees technical tickets, accounts sees invoices, and if you need input from another department you invite a colleague onto that single ticket, without opening up everything else to them.
How it works
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Create the areas
One area for each group that works requests, with name, colour and ticket prefix (COM-12, AST-12). Put the people inside: they will see that area’s tickets, and only those.
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Link mailboxes and organisations
Each mailbox answers for an organisation or a product — the support of a brand, a service, a business — and starts its tickets in a specific area. Those without an area end up in the collection area.
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Sort with categories
Categories and subcategories, each with its own colour and, if you like, its own response-time policy. That way a billing question and a breakdown don’t wait the same amount of time.
Everyone sees their own tickets. No ticket is left without someone to see it.
What you can do
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Areas decide who sees what
People in an area see its tickets; people outside it don’t. On top of that, everyone sees the tickets assigned to them and the ones they’ve been invited to. An area with nobody in it stays visible to administrators, so nothing gets lost.
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The collection area
One area acts as the landing point for manually created tickets and for those from mailboxes with no area. If you delete it, you choose which area takes its place; tickets from a deleted area are moved, never deleted.
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Organisations or products
The area says who works a ticket, the organisation says for whom. If you handle support for several brands or products, each mailbox carries one of them and the ticket keeps it from the moment it’s created.
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Multi-level categories
A category can have subcategories, a colour to spot it at a glance in the list and a linked response-time policy. Each mailbox can start from a default category.
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Administrator and Agent
The Agent works their area’s tickets: takes them on, replies, writes internal notes, invites a colleague. The Administrator sees every area, forces status changes, reassigns and manages areas, mailboxes and categories. Individual privileges can be adjusted.
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One sign-in, seven languages
The team signs in with their single Kamzan account, the same as for the other apps in the ecosystem. The interface is in Italian, English, Spanish, German, French, Chinese and Portuguese: everyone works in their own language.
Frequently asked questions
Can an agent see tickets from another area?
Only if it’s assigned to them or they’re invited onto that ticket: in that case they see all of it, internal notes included. Seeing every area requires the privilege the Administrator has by default.
What’s the difference between an area and an organisation?
The area is the group of people who work the ticket and it decides who sees it. The organisation is the brand or product you’re answering for: it comes from the mailbox and today it’s used to classify, not to hide tickets.
If I delete an area, what happens to its tickets?
You choose which area to move them to before confirming: they aren’t deleted. The ticket codes stay the ones the client has already seen in the emails.
Do we need a separate account for kDesk?
No. The team signs in with the Kamzan account they already use for the other apps, and the administrator gives each person the Administrator or Agent type. Clients, on the other hand, don’t need any account.
The other kDesk features
Move customer support to kDesk
Request a demo: we’ll show you how kDesk keeps tickets in order and response times under control.
Alex